Senior IT Helpdesk Support

Klein Tool's mission is to provide professional tradespeople with tools and solutions that enable the highest levels of performance and safety. The IT Help Desk supports that mission by providing tools and solutions that aid the productivity of our employees. As a Senior IT Services Analyst on the IT Help Desk, you are a role model for fulfilling our mission which includes tier 1 to tier 3 hardware and software support, great customer service, taking the lead on complex issues, and using your technical and collaboration skills to help improve our service operations. 1. Help Desk Operations     o Ensure timely resolution of user-reported issues, meeting or exceeding service level agreements (SLAs).     o Monitor helpdesk ticket queues and assign tickets to the appropriate support group based on expertise and priority.     o Serve as the primary escalation point for complex technical issues between tier 1 through tier 3 support levels.      o Collaborate with other IT teams to ensure efficient problem resolution.2. User Support & Training:     o Assist users with advanced technical issues, ensuring minimal disruption to their work.     o Maintain an aggressive PC refresh strategy for tablets, laptops, and desktops.     o Develop and provide training to users on common IT topics and new technology implementations.     o Create and maintain user-friendly documentation and guides for frequently asked questions and troubleshooting.3. Process Improvement & Documentation:     o Document processes and create standardized procedures for common issues and troubleshooting steps.     o Ensure that all helpdesk activities comply with the organization's security protocols and data privacy standards.     o Analyze helpdesk workflows and identify areas for improvement to enhance efficiency and customer satisfaction.     o Mentor and provide guidance to other helpdesk members, fostering a collaborative and supportive environment.     o Collaborate effectively within and outside the department on improvement initiatives.4. IT Service Management (ITSM) :     o Ensure accurate and detailed ticketing documentation for each support request.     o Ensure accurate tracking of assigned IT assets, including hardware, software, and licenses.      o Independently manages self-created and assigned projects and tasks in project tracking software.5. Vendor Purchasing and Management:     o Purchase and maintain supplies and equipment for IT stockroom; seeking competitive pricing from multiple vendors.     o Coordinate with third-party vendors for support, repairs, and troubleshooting of hardware and software issues.     o Act as the primary point of contact for escalated helpdesk issues or projects requiring third-party services. Qualifications   • Bachelor's Degree in Computer Science or related field with a minimum of four (4) years of experience in Help Desk or Managed Service Provider capacity is required. • Strong problem solving skills for resolving complex hardware and software issues effectively and efficiently. • Strong customer service skills amongst plant and office workers.• Proficient troubleshooting with various operating systems and applications including Windows, Mac, and AS400, and MS Office.• Subject matter expert on Help Desk processes and a role model of quality and consistency for others.• Experience mentoring others in all of the above.​ Physical Demand Requirements  Occasionally required to stand, walk or sit; use hands to grasp, handle or feel objects, tools or controls; use fingers to touch, pick or pinch objects; reach with hands and arms; push or pull; climb stairs; balance; stoop, kneel, crouch or crawl; use foot or leg controls; talk or hear. The employee must occasionally lift and/or move objects up to 25 pounds. For all jobs no one should lift over 50lbs on their own. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.   Travel Requirements  10% (3 days per month)